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Towards a Better Understanding of Smart Services: A Cross-Disciplinary Investigation
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.
Univ Paderborn, Germany.
Hanken Sch Econ, Finland.
Univ Massachusetts, MA 02125 USA.
2020 (English)In: EXPLORING SERVICE SCIENCE (IESS 2020), SPRINGER INTERNATIONAL PUBLISHING AG , 2020, Vol. 377, p. 164-173Conference paper, Published paper (Refereed)
Abstract [en]

Leveraging new technology to advance smart service is a key service research priority. Such technologies enable smart interactions that address customers needs in a more meaningful way. Thus, they have a profound effect not only on customer experience but also on streamlining future service offerings, business models and service ecosystems. However, while research is emerging, the concept of smart service is still vague, complicating its successful integration in business practice. This paper aims to characterize smart service through a comprehensive analysis of its theoretical and conceptual building blocks. A systematic literature review is conducted to reconcile the existing understanding of diverse disciplines. A comprehensive keyword-based search approach across 33 academic and three practitioner-oriented journals yielded 157 relevant articles (out of 13.022 articles). The contribution of this investigation is the cross-disciplinary overview of smart service with implications to a broader understanding of the role of smart service in individuals everyday lives.

Place, publisher, year, edition, pages
SPRINGER INTERNATIONAL PUBLISHING AG , 2020. Vol. 377, p. 164-173
Series
Lecture Notes in Business Information Processing, ISSN 1865-1348
Keywords [en]
Smart services; Smartness; Artificial intelligence; Mobile Digital; AI
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:liu:diva-176868DOI: 10.1007/978-3-030-38724-2_12ISI: 000654630700012ISBN: 9783030387242 (print)ISBN: 9783030387235 (print)OAI: oai:DiVA.org:liu-176868DiVA, id: diva2:1569970
Conference
10th International Conference on Exploring Service Science (IESS), Univ Porto, Fac Engn, Porto, PORTUGAL, feb 05-07, 2020
Available from: 2021-06-21 Created: 2021-06-21 Last updated: 2021-06-21

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf